Paula Villanueva

Paula Villanueva

Hotel Duty Manager at Southern Sun Abu Dhabi
Lives in Abu Dhabi, United Arab Emirates

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About me

Adaptable and efficiency-oriented Guest Service Manager with over 10 years of combined experience in business and hospitality management. Influential communicator able to guide cohesive teams toward shared goals and advancement. Personable and approachable; enjoys meeting and talking with different people. Recognizes and resolves problems quickly and efficiently to foster positive relationships with guests to promote customer satisfaction and loyalty.

Experience

15 years and 3 months

  • Hotel Duty Manager

    Southern Sun Abu Dhabi - Abu Dhabi, United Arab Emirates

    Management
    May 2019 - Now · 4 years and 11 months

    • Responsible in any issues that may occur while on duty and resolve it in a professional manner. • Direct, oversee and manage daily operations of our organization. • Complete daily operational tasks in a timely manner. • Train new hires in company process and procedures. • Build and maintain positive client and customer relationships. • Maintain open lines of communication between all departments. • Experienced in Night Manager as responsible for all hotel operations and hotel safety/security. • Responsible in providing documentation needed from the guests as a requirement by the government. Supervise and insure the CID data entry has been properly entered to the CID system as per the country/company policy.

  • Guest Service Manager

    Al Ain Rotana - Al Ain, United Arab Emirates

    Guest Relations
    January 2016 - January 2019 · 3 years and 1 month

     Achieved the top spot as number 1 from Arabian Culture Connection and Rotana Service Distinction in all Rotana properties in the U.A.E and in other Gulf countries with a score of 96%.  Handled Guest complaints and assist in maintaining smooth relationships between management and Guests by resolving problems arising from Guest complaints and attending to their requests or queries with dispatch immediately.  Organized and implemented all special needs, personal preferences and amenity distribution in accordance to the departments’ standards.  Elicit Guest feedback regarding Hotel services and ensure action is initiated on the same to maximize Guest satisfaction through the guest survey.  Planned, implemented and evaluated employee’s departmental training activities to meet the operational and business needs in the department

  • Assistant Guest Service Manager

    Al Ain Rotana - Al Ain, United Arab Emirates

    Guest Relations
    February 2013 - December 2015 · 2 years and 11 months

    • Promote a helpful and professional image to the guests and gives full co-operation to any guest requiring assistance with a prompt, caring and helpful attitude • Prioritize and perform accordingly, ensure Guest requirements are handled immediately with speed and efficiency • Control departmental expenses through proper analysis and planning of manpower needs, purchases and usage of materials and supplies • Review designated in house Guest list and be familiar with Guests' names, room location and special requests or profile history • Assure and assist Team Leaders Guests Services to legibly document all pertinent information in Guest request / comments log(s). Monitor and update log book(s) throughout the shift and update Guest profiles according to the established standards • Assure amenity orders are placed and delivered to designated Guest rooms in accordance with Hotel standards

  • Guest Service Team Leader

    Beach Rotana Abu Dhabi - Abu Dhabi, United Arab Emirates

    Guest Relations
    August 2011 - February 2013 · 1 year and 7 months

    • Extend personal service and attention to all guests, with particular emphasis on Club Rotana and VIP Guests • Prepare and coordinate the distribution of guest amenities, welcome letters and fruit setups for VIPs and long-stay guests • Maintain an up to date knowledge of the hotel and local services, supply information and respond to guest queries and promote inter-hotel sales and in-house facilities • Maintain and update guest history profiles through the Opera guest profile system • Review and prepare next day’s arrival reports for VIPs and those accorded special status, ensuring that these are highlighted to the management and necessary related functions are activated • Block rooms ensuring allocation, according to guest expectations, utilizing guest history and communicates with all related departments to create awareness of any special requirements

  • Front Desk Agent

    Beach Rotana Abu Dhabi - Abu Dhabi, United Arab Emirates

    Reception
    March 2010 - August 2011 · 1 year and 7 months

    • Offer consistently professional, friendly, warm and engaging service • Give a warm welcome and check in guests taking into account the established SOPs • Check out of departing guest in accordance with the established standards • Sell rooms to walk-in guests and be responsible for all pro-active and day-to-day facilities issues • Responsible for cash inventory, cashing cheques and bills of exchange in foreign currencies for hotel guest in accordance with the credit policy • Corporate with colleagues from all departments, in particular Housekeeping, Accounting and Reservation • Ensure that the Guest Service Desk is manned, operationally prepared and stocked at all times in order to be available for guests as a point of contact

  • Lobby Ambassador

    Beach Rotana Abu Dhabi - Abu Dhabi, United Arab Emirates

    Guest Relations
    October 2008 - March 2010 · 1 year and 6 months

    • Offer consistently professional, friendly, warm and engaging service • Be available for guests at all times as a point of contact • Maintain effective communication with all related departments to ensure a smooth service delivery • Extend personal service and attention to all guests, with particular emphasis to Club Rotana and VIP Guests • Ensure that the rooming of all guests is according to the “Leading Hotels of the World” standards • Escort of Club Rotana guests to Executive Floor for Check-In • Maintain an up to date knowledge of the hotel and local services and supply information and respond to guest queries

Education

  • Bachelor of Science in Electronics and Communications Engineering

    Adamson University - Manila, Philippines

    June 2004 - March 2008

Languages

1 language

  • English

    Native or fluent

Personal information

Nationalities

  • Philippine

Skills

5 skills

  • Microsoft Excel
  • team managment
  • Trainer
  • Training
  • Use opera
Connections
Olivier Bracard
Co-Founder & CEO at Hosco
Michael Adrian
Administrative Assistant at Southern Sun Abu Dhabi
Anoop Paulose
Credit Manager at Hili Rayhaan By Rotana
Following
Radisson Hotel Group
Radisson Hotel Group
Brussels, Belgium
Accor Hotels
Accor Hotels
Issy-les-Moulineaux, France
The Ritz-Carlton Doha
Other members
Katrinah Taer
Abu Dhabi, United Arab Emirates
Wladimiro Gadioli
Al Ain, United Arab Emirates
Ann Kathrine Beltran
Abu Dhabi, United Arab Emirates
Sanjay Rawat
Abu Dhabi, United Arab Emirates
Kim Peralta
Abu Dhabi, United Arab Emirates
View more
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